Head of Customer Community
Somewhere
🇿🇦 Hirezar Summary for South African Applicants
This fully remote full time position at Somewhere is open to applicants from South Africa. The estimated monthly salary is R46,250 – R55,500 ZAR. This role is suited for mid-level professionals. As a remote position, you can work from anywhere in South Africa — whether you're based in Johannesburg, Cape Town, Durban, or a smaller town.
Job Description
Position: Head of Customer CommunityWork Hours (Client): 8:00 AM – 5:00 PM ESTHolidays: TBDPay Range: USD 2,500 – 3,000/month(varies based on skill set and experience level)Location of Search: South Africa / Latin AmericaWork Location: REMOTEType of Contract: Independent Contractor
Company/Client Overview:
CLIENT is a brand platform focused on acquiring, scaling, and revitalizing high-potential consumer brands in the U.S. market. The organization operates with a hands-on, operationally driven approach, aiming to build a diversified portfolio of performance-focused direct-to-consumer brands.
The team values ownership, attention to detail, and long-term brand building. Customer experience and community engagement are core drivers of brand loyalty and sustainable growth.
Duties and Responsibilities:
Customer Support Operations
* Own and optimize the customer support function across email (Gorgias), SMS, and phone for all portfolio brands
Own and optimize the customer support function across email (Gorgias), SMS, and phone for all portfolio brands
* Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously
Manage and develop a team of CX agents, setting clear expectations, tracking performance, and coaching continuously
* Monitor key CX metrics (response time, resolution rate, CSAT, etc.) and drive consistent improvement
Monitor key CX metrics (response time, resolution rate, CSAT, etc.) and drive consistent improvement
* Build and refine processes that improve team efficiency, consistency, and effectiveness
Build and refine processes that improve team efficiency, consistency, and effectiveness
* Jump into tickets as needed to stay close to the customer and team operations
Jump into tickets as needed to stay close to the customer and team operations
Multi-Channel Support
* Ensure a high-quality support experience across email, SMS, and phone
Ensure a high-quality support experience across email, SMS, and phone
* Tailor approaches to each channel to make interactions personal and on-brand
Tailor approaches to each channel to make interactions personal and on-brand
* Identify gaps and opportunities across channels and implement improvements
Identify gaps and opportunities across channels and implement improvements
Customer Community
* Oversee Facebook communities for each brand, ensuring they are active, positive, and on-brand
Oversee Facebook communities for each brand, ensuring they are active, positive, and on-brand
* Integrate community management with support to turn satisfied customers into brand advocates
Integrate community management with support to turn satisfied customers into brand advocates
* Develop strategies to deepen customer relationships beyond issue resolution
Develop strategies to deepen customer relationships beyond issue resolution
Cross-Brand Collaboration
* Work with Brand Managers to align on brand voice, product issues, and customer sentiment
Work with Brand Managers to align on brand voice, product issues, and customer sentiment
* Surface customer insights that inform product, marketing, and operational decisions
Surface customer insights that inform product, marketing, and operational decisions
* Represent the voice of the customer in broader business discussions
Represent the voice of the customer in broader business discussions
Minimum Requirements:
Language Requirement:Excellent English communication skills (5/5), written and verbal, including phone support
Education:Bachelor’s Degree (ideally)
Experience:
* 3+ years of related experience in Customer Experience / Customer Support
3+ years of related experience in Customer Experience / Customer Support
* Proven experience as a CX agent and later as a CX team lead or manager
Proven experience as a CX agent and later as a CX team lead or manager
* Strong track record of tracking and improving CX metrics across a team
Strong track record of tracking and improving CX metrics across a team
* Experience managing multi-channel support: email, SMS, phone
Experience managing multi-channel support: email, SMS, phone
* Familiarity with Gorgias or similar helpdesk platforms
Familiarity with Gorgias or similar helpdesk platforms
* Experience managing remote teams
Experience managing remote teams
* Nice to have: experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives
Nice to have: experience managing Facebook communities, brand social accounts, or other customer-facing community initiatives
Industry:Direct-to-Consumer (DTC), eCommerce, Consumer Brands
Who You Are:
* Started as a CX agent, with firsthand experience handling frustrated customers and resolving complex issues
Started as a CX agent, with firsthand experience handling frustrated customers and resolving complex issues
* Empathetic and analytical; track metrics, spot patterns, and translate insights into improvements
Empathetic and analytical; track metri
Tips for South African Applicants
Timezone Advantage
South Africa (SAST, UTC+2) overlaps well with European business hours and has a few hours of overlap with US East Coast. Mention your timezone flexibility in your application.
Salary in Context
At R46,250/month, this role is competitive with the average South African remote salary. The USD equivalent ($2,500/mo) benefits from the favourable exchange rate.
Application Tips
Tailor your CV to international standards — use a clean format, highlight remote work experience, and include your English proficiency. Many SA applicants succeed by emphasising their strong work ethic and cultural adaptability.
Load Shedding Preparedness
If you're applying for a remote role, having a backup power solution (UPS, inverter, or generator) and mobile data as a backup internet connection shows employers you're prepared for South Africa's infrastructure challenges.
About Somewhere
Somewhere is a company in the Recruitment & Staffing industry that hires remote workers from South Africa. They currently have 614 open positions on Hirezar. View all Somewhere jobs →